Siemens Hicom 300 E CS DTMF Integration Guide for Cisco Unity 4.0

Integration Tasks

Before doing the following tasks to integrate Cisco Unity with the Siemens Hicom 300 E CS phone system, confirm that the Cisco Unity server is ready for the integration by completing the applicable tasks in the applicable Cisco Unity installation guide.

The following task lists describe the process for creating, changing, and deleting integrations.

Task List to Create the Integration

Use the following task list to set up a new integration with the Siemens Hicom 300 E CS phone system. If you are installing a new Cisco Unity server by using the applicable Cisco Unity installation guide, you may have already completed some of the following tasks.

1. Review the system and equipment requirements to confirm that all phone system and Cisco Unity server requirements have been met. See the "Requirements" section.

•A license that enables the appropriate number of voice messaging ports.

Integration Description

The Siemens Hicom 300 E CS phone system communicates with the Cisco Unity server by using DTMF sequences. The voice messaging lines from the phone system connect to the analog voice cards in the Cisco Unity server. Figure 1 shows the required connections.

Figure 1 Connections Between the Phone System and Cisco Unity

Call Information

The phone system sends the extension of the called party with forwarded calls.

Cisco Unity uses this information to answer the call appropriately. For example, a call forwarded to Cisco Unity is answered with the personal greeting of the subscriber. If the phone system routes the call to Cisco Unity without this information, Cisco Unity answers with the opening greeting.

Planning How the Voice Messaging Ports Will Be Used by Cisco Unity

Before programming the phone system, you need to plan how the voice messaging ports will be used by Cisco Unity. The following considerations will affect the programming for the phone system (for example, setting up the hunt group or call forwarding for the voice messaging ports):

•The number of voice messaging ports installed.

•The number of voice messaging ports that will answer calls.

•The number of voice messaging ports that will only dial out, for example, to send message notification, to set message waiting indicators (MWIs), to make AMIS deliveries, and to make telephone record and playback (TRAP) connections.

The following table describes the voice messaging port settings in Cisco Unity that can be set in UTIM, and that are displayed as read-only text on the System > Ports page of the Cisco Unity Administrator.

Table 1 Settings for the Voice Messaging Ports

Field

Considerations

Extension

Enter the extension for the port as assigned on the phone system.

Enabled

Check this check box to enable the port. The port is enabled during normal operation.

Uncheck this check box to disable the port. When the port is disabled, calls to the port get a ringing tone but are not answered. Typically, the port is disabled only by the installer during testing.

Answer Calls

Check this check box to designate the port for answering calls. These calls can be incoming calls from unidentified callers or from subscribers.

Message Notification

Check this check box to designate the port for notifying subscribers of messages. Assign Message Notification to the least busy ports.

Dialout MWI

(not used by serial or SMDI integrations)

Check this check box to designate the port for turning MWIs on and off. Assign Dialout MWI to the least busy ports.

AMIS Delivery

(available with the AMIS licensed feature only)

Check this check box to designate the port for making outbound AMIS calls to deliver voice messages from Cisco Unity subscribers to users on another voice messaging system. Cisco Unity supports the Audio Messaging Interchange Specification (AMIS) protocol, which provides an analog mechanism for transferring voice messages between different voice messaging systems.

This setting affects outbound AMIS calls only. All ports are used for incoming AMIS calls.

Because the transmission of outgoing AMIS messages may tie up voice ports for long periods of time, you may want to adjust the schedule on the Network > AMIS > Schedule page so that outgoing AMIS calls are placed during closed hours or at times when Cisco Unity is not processing many calls.

TRAP Connection

Check this check box so that subscribers can use the phone as a recording and playback device in Cisco Unity web applications and e-mail clients. Assign TRAP Connection to the least busy ports.

The Number of Voice Messaging Ports to Install

The number of voice messaging ports to install depends on numerous factors, including:

•The number of calls Cisco Unity will answer when call traffic is at its peak.

•The expected length of each message that callers will record and that subscribers will listen to.

•The number of subscribers.

•The number of ports that will be set to dial out only.

•The number of calls made for message notification.

•The number of MWIs that will be activated when call traffic is at its peak.

•The number of AMIS delivery calls.

•The number of TRAP connections needed when call traffic is at its peak. (TRAP connections are used by Cisco Unity web applications and e-mail clients to play back and record over the phone.)

•The number of calls that will use the automated attendant and call handlers when call traffic is at its peak.

It is best to install only the number of voice messaging ports that are needed so that system resources are not allocated to unused ports.

The Number of Voice Messaging Ports That Will Answer Calls

The calls that the voice messaging ports answer can be incoming calls from unidentified callers or from subscribers. Typically, the voice messaging ports that answer calls are the busiest.

You can set voice messaging ports to both answer calls and to dial out (for example, to send message notifications). However, when the voice messaging ports perform more than one function and are very active (for example, answering many calls), the other functions may be delayed until the voice messaging port is free (for example, message notifications cannot be sent until there are fewer calls to answer). For best performance, dedicate certain voice messaging ports for only answering incoming calls, and dedicate other ports for only dialing out. Separating these port functions eliminates the possibility of a collision, in which an incoming call arrives on a port at the same time that Cisco Unity takes the port off-hook to dial out.

The Number of Voice Messaging Ports That Will Only Dial Out, and Not Answer Calls

Ports that will only dial out and will not answer calls can do one or more of the following:

•Notify subscribers by phone, pager, or e-mail of messages that have arrived.

•Turn MWIs on and off for subscriber extensions.

•Make outbound AMIS calls to deliver voice messages from Cisco Unity subscribers to users on another voice messaging system. (This action is available only with the AMIS licensed feature.)

•Make a TRAP connection so that subscribers can use the phone as a recording and playback device in Cisco Unity web applications and e-mail clients.

Typically, these voice messaging ports are the least busy ports.

Caution In programming the phone system, do not send calls to voice messaging ports in Cisco Unity that cannot answer calls (voice messaging ports that are not set to Answer Calls). For example, if a voice messaging port is set only to Dialout MWI, do not send calls to it.

Preparing for Programming the Phone System

Record your decisions about the voice messaging ports to guide you in programming the phone system.

Programming the Siemens Hicom 300 E CS Phone System

If you use programming options other than those supplied in the following procedure, the performance of the integration may be affected.

Caution In programming the phone system, do not send calls to voice messaging ports in Cisco Unity that cannot answer calls (voice messaging ports that are not set to Answer Calls). For example, if a voice messaging port is set only to Dialout MWI, do not send calls to it.

Do the following procedure.

To Program the Siemens Hicom 300 E CS Phone System

Step 1 Use the ADDDPLN command to create an extension for each voice messaging port and for the hunt group pilot number. Each extension must have the following parameters set while the remaining parameters keep their default values.

Step 2 Use the ADDSCSU command to create the first SLMA voice messaging port that answers calls. Each voice messaging port answering calls must have the following parameters while the remaining parameters keep their default values.

Step 4 Use the ADDSCSU command to create the first SLMA voice messaging port that sets MWIs. Each voice messaging port that sets MWIs must have the following parameters while the remaining parameters keep their default values.

Table 4 ADDSCSU Parameter Settings for MWI Ports

Parameter

Required Setting

STNO

<the extension number>

PEN

<the port equipment number>

DPLN

0

ITR

1 (assign the port to an ITR group that can dial subscribers, but can't be dialed by subscribers)

COS1

<a class of service with only MSCWCAP (message-waiting capability)>

COS2

<a class of service with only MSCWCAP (message waiting capability)>

COSX

(leave field blank)

PUBSCR

<the PSTN prefix plus the extension number>

NYTPE

NAT

ACTCDE

(leave field blank)

HTLNIDX

(leave field blank)

DEVFUNC

ANATE

MSGWLMP

N

SPECL

(leave field blank)

DIAL

DTMF

DLIDX

(leave field blank)

INS

Y

SPDC1

(leave field blank)

SPDC2

(leave field blank)

SPDI

(leave field blank)

LCROSD1

(leave field blank)

LCROSD2

(leave field blank)

LCRCOSV1

(leave field blank)

LCRCOSV2

(leave field blank)

FAXSERV

(leave field blank)

DTS

N

AVD

N

CDIDX

(leave field blank)

All MWIs on subscriber extensions are turned off when the phone system restarts. To reset MWIs, run the phone system Message-Waiting Refresh utility on menu 13.5.

If you use the broken dial tone for MWIs, subscribers can confuse the MWIs with the stutter dial tone that the phone system uses for another purpose.

Step 6 Use the ADDHUNT command to create a hunt group for the answering voice messaging ports. All subscriber phones will use this hunt group to reach Cisco Unity. The hunt group must have the following parameters while the remaining parameters keep their default values.

Table 5 ADDHUNT Parameter Settings

Parameter

Required Setting

TYPE

VCE

AC

<the pilot number of the hunt group>

DPLN

0

STNP

<the extension numbers of the answering voice messaging ports>

NAME

CISCO UNITY VOICE MESSAGING

CQMAX

10 (the number of subscribers that may be queued when all the ports are busy)

FNA

N

STYPE

CIR (circular hunt group)

Make sure that the phone system sends calls only to Cisco Unity voice ports that are set to Answer Calls on the System > Ports page in the Cisco Unity Administrator. Calls sent to a voice messaging port not set to Answer Calls cannot be answered by Cisco Unity and may cause other problems.

Step 7 Program each phone to forward calls to the pilot number assigned to the voice messaging ports, based on one of the Cisco Unity call transfer types shown in Table 6.

Table 6 Call Transfer Types

Transfer Type

Usage

Release transfer(blind transfer)

Program the phone to forward calls to the pilot number when:

•The extension is busy

•The call is not answered

Supervised transfer

Program the phone to forward calls to the pilot number only when the call is not answered. Confirm that call forwarding is disabled when the extension is busy.

Note You can use alternate extensions to create multiple line appearances, enable easy message access from cell phones, and simplify addressing messages to subscribers at different locations in Cisco Unity. Enabling alternate MWIs lets Cisco Unity turn MWIs on at more than one extension. For details, see the "Appendix: Using Alternate Extensions and MWIs" section.

Creating a New Integration with the Siemens Hicom 300 E CS Phone System

After ensuring that the Siemens Hicom 300 E CS phone system and the Cisco Unity server are ready for the integration, do the following procedures to set up the integration and to enter the port settings.

Step 8 On the Select Phone System Manufacturer page, click the following settings, then click Next.

Table 7 Settings for the Select Phone System Manufacturer Page

Field

Setting

Manufacturer

Siemens

Model

Hicom 300E

Software Version

All

Configuration File

<if you have made copies of the .ini configuration file, the name of the configuration file that you want to use>

Step 9 On the Enter MWI Codes page, enter the following settings, then click Next.

Table 8 Settings for the Enter MWI Codes Page

Field

Setting

MWI On Code

<the code you specified in the phone system for turning MWIs on>

MWI Off Code

<the code you specified in the phone system for turning MWIs off>

Step 10 On the Set Number of Voice Messaging Ports page, enter the number of voice messaging ports on Cisco Unity that you want to connect to the phone system, then click Next.

This number cannot be more than the number of ports on the installed voice cards or the number of ports set up on the phone system.

Step 11 If other integrations already exist, the Enter Trunk Access Code page appears. Enter the extra digits that Cisco Unity must use to transfer calls through the gateway to extensions on the other phone systems with which it is integrated. Then click Next.

Step 12 (Cisco Unity 4.2 and later only) On the Reassign Subscribers page, any subscribers whose phone system integration has been deleted and who are not currently assigned to a phone system integration will appear in the list.

If no subscribers appear in the list, click Next and continue to Step 13.

Otherwise, select the subscribers that you want to assign to this phone system integration and click Next. You can use the following selection controls for selecting subscribers.

Table 9 Selection Controls for the Reassign Subscribers Page

Selection Control

Effect

Check All

Checks the check boxes for all subscribers in the list.

Uncheck All

Unchecks the check boxes for all subscribers in the list.

Toggle Selected

For the subscribers highlighted in the list, toggles between checking and unchecking the check boxes.

If some highlighted subscriber check boxes are checked and others are unchecked, clicking this button will check all the check boxes. Clicking again will uncheck all the check boxes.

Step 13 (Cisco Unity 4.2 and later only) On the Reassign Call Handlers page, any call handlers whose phone system integration has been deleted and that are not currently assigned to a phone system integration will appear in the list.

If no call handlers appear in the list, click Next and continue to Step 14.

Otherwise, select the call handlers that you want to assign to this phone system integration and click Next. You can use the following selection controls for selecting call handlers.

Table 10 Selection Controls for the Reassign Call Handlers Page

Selection Control

Effect

Check All

Checks the check boxes for all call handlers in the list.

Uncheck All

Unchecks the check boxes for all call handlers in the list.

Toggle Selected

For the call handlers highlighted in the list, toggles between checking and unchecking the check boxes.

If some highlighted call handler check boxes are checked and others are unchecked, clicking this button will check all the check boxes. Clicking again will uncheck all the check boxes.

Step 14 On the Completing page, verify the settings you entered, then click Finish.

For best performance, use the first voice messaging ports for incoming calls and the last ports to dial out. This helps minimize the possibility of a collision, in which an incoming call arrives on a port at the same time that Cisco Unity takes the port off-hook to dial out.

Caution In programming the phone system, do not send calls to voice messaging ports in Cisco Unity that cannot answer calls (voice messaging ports that are not set to Answer Calls). For example, if a voice messaging port is set only to Message Notification, do not send calls to it.

Table 11 Settings for the Voice Messaging Ports

Field

Considerations

Extension

Enter the extension for the port as assigned on the phone system.

Enabled

Check this check box to enable the port. The port is enabled during normal operation.

Uncheck this check box to disable the port. When the port is disabled, calls to the port get a ringing tone but are not answered. Typically, the port is disabled only by the installer during testing.

Answer Calls

Check this check box to designate the port for answering calls. These calls can be incoming calls from unidentified callers or from subscribers.

Message Notification

Check this check box to designate the port for notifying subscribers of messages. Assign Message Notification to the least busy ports.

Dialout MWI

(not used by serial or SMDI integrations)

Check this check box to designate the port for turning MWIs on and off. Assign Dialout MWI to the least busy ports.

AMIS Delivery

(available with the AMIS licensed feature only)

Check this check box to designate the port for making outbound AMIS calls to deliver voice messages from Cisco Unity subscribers to users on another voice messaging system. Cisco Unity supports the Audio Messaging Interchange Specification (AMIS) protocol, which provides an analog mechanism for transferring voice messages between different voice messaging systems.

This setting affects outbound AMIS calls only. All ports are used for incoming AMIS calls.

Because the transmission of outgoing AMIS messages may tie up voice ports for long periods of time, you may want to adjust the schedule on the Network > AMIS > Schedule page so that outgoing AMIS calls are placed during closed hours or at times when Cisco Unity is not processing many calls.

TRAP Connection

Check this check box so that subscribers can use the phone as a recording and playback device in Cisco Unity web applications and e-mail clients. Assign TRAP Connection to the least busy ports.

Step 6 Click Save.

Step 7 Exit UTIM.

To Create a Dialogic Parameter File

Step 1 On the Cisco Unity server, use a text editor (for example, Notepad) to create a new text file and enter the following four lines of text:

AREA=VOICE

SIZE=WORD

BASE=DECIMAL

PARAM 56 : 10 # Offhook Delay

Step 2 Save the text file with the file name Dv73345.prm in the \CommServer\Dialogic\Data directory (the default directory is C:\), and exit the text editor.

•In the status bar next to the clock, right-click the Cisco Unity tray icon and click Status Monitor.

To Test an External Call with Release Transfer

Step 1 From Phone 2, enter the access code necessary to get an outside line, then enter the number outside callers use to dial directly to Cisco Unity.

Step 2 On the Status Monitor, note which port handles this call.

Step 3 When you hear the opening greeting, enter the extension for Phone 1. Hearing the opening greeting means that the port is configured correctly.

Step 4 Confirm that Phone 1 rings and that you hear a ringback tone on Phone 2. Hearing a ringback tone means that Cisco Unity correctly released the call and transferred it to Phone 1.

Step 5 Leaving Phone 1 unanswered, confirm that the state of the port handling the call changes to "Idle." This state means that release transfer is successful.

Step 6 Confirm that, after the number of rings that the phone system is set to wait, the call is forwarded to Cisco Unity and that you hear the greeting for the test subscriber. Hearing the greeting means that the phone system forwarded the unanswered call and the call-forward information to Cisco Unity, which correctly interpreted the information.

Step 7 On the Status Monitor, note which port handles this call.

Step 8 Leave a message for the test subscriber and hang up Phone 2.

Step 9 On the Status Monitor, confirm that the state of the port handling the call changes to "Idle." This state means that the port was successfully released when the call ended.

Step 10 Confirm that the MWI on Phone 1 is activated. The activated MWI means that the phone system and Cisco Unity are successfully integrated for turning on MWIs.

To Test Listening to Messages

Step 1 From Phone 1, enter the internal pilot number for Cisco Unity.

Step 2 When asked for your password, enter the default password. Hearing the request for your password means that the phone system sent the necessary call information to Cisco Unity, which correctly interpreted the information.

Step 3 Confirm that you hear the recorded voice name for the test subscriber (if you did not record a voice name for the test subscriber, you will hear the extension number for Phone 1). Hearing the voice name means that Cisco Unity correctly identified the subscriber by the extension.

If the name of the test subscriber is not displayed, click the Find icon (the magnifying glass) in the title bar, then click Find, and select the name of the test subscriber in the list that appears.

For more information on transfer settings, refer to the "Subscriber Template Call Transfer Settings" section in the Cisco Unity Administrator Help.

Step 2 Under Transfer Type, click Supervise Transfer.

Step 3 Set the Rings to Wait For field to 3.

Step 4 Click the Save icon.

To Test Supervised Transfer

Step 1 From Phone 2, enter the access code necessary to get an outside line, then enter the number outside callers use to dial directly to Cisco Unity.

Step 2 On the Status Monitor, note which port handles this call.

Step 3 When you hear the opening greeting, enter the extension for Phone 1. Hearing the opening greeting means that the port is configured correctly.

Step 4 Confirm that Phone 1 rings and that you do not hear a ringback tone on Phone 2. Instead, you should hear the indication your phone system uses to mean that the call is on hold (for example, music or beeps).

Step 5 Leaving Phone 1 unanswered, confirm that the state of the port handling the call remains "Busy." This state and hearing an indication that you are on hold mean that Cisco Unity is supervising the transfer.

Step 6 Confirm that, after three rings, you hear the greeting for the test subscriber. Hearing the greeting means that Cisco Unity successfully recalled the supervised-transfer call.

Step 7 During the greeting, hang up Phone 2.

Step 8 On the Status Monitor, confirm that the state of the port handling the call changes to "Idle." This state means that the port was successfully released when the call ended.

Requirements

The following components are required to integrate a secondary server:

•One secondary server for each primary server installed and ready for the integration, as described in the applicable Cisco Unity installation guide and earlier in this integration guide.

•The applicable cable configuration for each analog voice messaging port to simultaneously connect the phone system to the corresponding ports on both the primary and the secondary servers. For example, connect port 1 on the phone system with both port 1 on the primary server and port 1 on the secondary server.

•A license that enables failover.

Integration Description

The phone system communicates with both the primary and secondary servers through the connecting cables. Figure 2 shows the required connections.

Figure 2 Connections Between the Phone System and Cisco Unity Servers

The primary and secondary servers act in the following manner:

•When the primary server is operating normally, the secondary server is inactive.

Setting Up the Secondary Server for Failover

Step 1 Install a secondary server with the same configuration as the primary server. For installation instructions, refer to the applicable Cisco Unity installation guide.

Step 2 Make all voice connections from the phone system to the corresponding ports on both the primary server and the secondary server. For example, connect port 1 from the phone system with port 1 on both the primary and the secondary servers.

Step 5 Enter the settings to match the integration settings on the primary server.

Note We recommend not reassigning any unassigned subscribers and call handlers to the new integration, if you are asked by the wizard. Failover replication will automatically assign the correct integration.

Step 6 At the prompt to restart the Cisco Unity services, click Yes.

Note When restarting the Cisco Unity services, use the UTIM prompt instead of the Cisco Unity icon in the Windows taskbar. The taskbar icon does not restart all of the Cisco Unity services.

b. On the Integration tab, compare the setting of the Integration ID field for the secondary server to the setting of the Integration ID field for the primary server.

c. If the integration IDs of the phone system on the primary and secondary server are the same, continue to Step 10.

If the integration IDs of the phone system on the primary and secondary servers are different, on the secondary server, click Modify Integration ID.

d. When cautioned that subscribers associated with the current Integration ID setting will not be automatically associated with the new Integration ID setting, click OK.

e. In the Modify Integration ID dialog box, in the Enter New Integration ID field, enter the Integration ID setting for the phone system on the primary server and click OK.

f. Click Save.

g. At the prompt to restart the Cisco Unity services, click No.

h. In the left pane, click the phone system integration that you created in Step 4.

Step 10 In the right pane, click the Ports tab.

Step 11 Enter the port settings to match the port settings on the primary server.

Caution In programming the phone system, do not send calls to voice messaging ports in Cisco Unity that cannot answer calls (voice messaging ports that are not set to Answer Calls). For example, if a voice messaging port is set only to Dialout MWI, do not send calls to it.

Caution Changing the wrong registry key or entering an incorrect value can cause the server to malfunction. Before you edit the registry, confirm that you know how to restore it if a problem occurs. (Refer to the "Restoring" topics in Registry Editor Help.) If you have any questions about changing registry key settings, contact Cisco TAC.

Step 23 If you do not have a current backup of the registry, click Registry > Export Registry File, and save the registry settings to a file.

Step 2 In the left pane, double-click Unity Server. The existing integrations appear.

Step 3 Click the integration you want to modify.

Step 4 In the right pane, click the name of the cluster, phone system, or PIMG unit (depending on your integration) for the integration.

Step 5 In the right pane, click the applicable tab for the integration.

Step 6 Enter new settings in the fields that you want to change.

Caution If you are adding or removing voice messaging ports, make sure you change the settings for the individual ports so that there are an appropriate number of ports set to answer calls and an appropriate number of ports set to dial out.

Step 7 In the UTIM window, click Save.

Step 8 If prompted, restart the Cisco Unity services.

Deleting an Existing Integration

If you want to delete an existing integration (for example, you have replaced the phone system with which Cisco Unity originally integrated), do the following procedure.

Alternatively, you can restart the Cisco Unity services in UTIM on the Tools menu by clicking Restart Cisco Unity.

Step 7 If the integration you deleted used voice cards, remove the voice cards from the Cisco Unity server.

Appendix: Using Alternate Extensions and MWIs

Alternate Extensions

In addition to the "primary" extension that you specify for subscribers, you can assign subscribers up to nine alternate extensions. (The primary extension is the one that you assign to each subscriber when you create his or her subscriber account; it is listed on the Subscribers > Subscribers > Profile page.)

Reasons to Use Alternate Extensions

There are several reasons that you may want to specify alternate extensions for subscribers. For example, if you have more than one Cisco Unity server that accesses a single, corporate-wide directory, you may want to use alternate extensions to simplify addressing messages to subscribers at the different locations. With alternate extensions, the number that a subscriber uses when addressing a message to someone at another location can be the same number that the subscriber dials when calling. You may also want to use alternate extensions to:

•Handle multiple line appearances on subscriber phones.

•Offer easy message access on direct calls from a cell phone, home phone, or phone at an alternate work site (assuming that the phone number is passed along to Cisco Unity from these other phone systems). In addition, when such phones are used as alternate extensions, and are set to forward to Cisco Unity, callers can listen to the subscriber greeting, and leave messages for the subscriber just as they would when dialing the primary extension for the subscriber.

Tip To reduce the number of requests from subscribers who want alternate extensions set up for multiple cell phones, home phones, and other phones, give subscribers class of service (COS) rights to specify their own set of alternate extensions. (See the Subscribers > Class of Service > Profile page.) With proper COS rights, a subscriber can specify up to five alternate extensions in the Cisco Unity Assistant—in addition to the nine that you can specify on the Subscribers > Alternate Extensions page in the Cisco Unity Administrator.

•Enable URL-based extensions in Cisco Unity for an integration with a SIP phone system.

How Alternate Extensions Work

Before you set up alternate extensions, review the following list for information on how alternate extensions work:

•Alternate extensions cannot exceed 30 characters in length. By default, each administrator-defined alternate extension must be at least 3 characters in length, while subscriber-defined alternate extensions must be at least 10 characters.

You can use the Advanced Settings tool in Tools Depot to specify a minimum extension length for the extensions entered in the Cisco Unity Administrator and the Cisco Unity Assistant. Refer to the Advanced Settings Tool Help for details on using the settings. Respectively, the settings are Administration—Set the Minimum Length for Locations, and Administration—Set the Minimum Length for Subscriber-Defined Alternate Extensions.

•You can control whether subscribers can use the Cisco Unity Assistant to view the alternate extensions that you specify in the Cisco Unity Administrator. To do so, see the Subscribers > Class of Service > Profile page. The Subscriber-Defined Alternate Extension table displays the alternate extensions that the subscriber adds.

•Neither the Cisco Unity Administrator nor the Cisco Unity Assistant will accept an extension that is already assigned to another subscriber (either as a primary or alternate extension), or to a public distribution list, call handler, directory handler, or interview handler. Cisco Unity verifies that each alternate extension is unique—up to the dialing domain level, if applicable—before allowing either an administrator or a subscriber to create it.

•All alternate extensions use the same transfer settings as the primary extension.

•In many cases, Cisco Unity can activate a message waiting indicator (MWI) for an alternate extension. However, depending on the phones and phone systems involved, some additional phone system programming may be required to set this up.

Setting Up Alternate Extensions

Do the applicable procedure to add, modify, or delete alternate extensions:

Note You can run the Cisco Unity Bulk Import wizard when you want to add alternate extensions for multiple subscribers at once. When you do, the Cisco Unity Bulk Import wizard appends the new alternate extensions to the existing table of alternate extensions, beginning with the first blank row.

Alternate MWIs

You can set up Cisco Unity to activate alternate MWIs when you want a new message for a subscriber to activate the MWIs at up to 10 extensions. For example, a message left at extension 1001 can activate the MWIs on extensions 1001 and 1002.

Cisco Unity uses MWIs to alert the subscriber to new voice messages. MWIs are not used to indicate new e-mail, fax, or return receipt messages.

Setting Up Alternate MWIs

Cisco Unity can activate alternate MWIs. Note that depending on the phones and phone systems, some additional phone system programming may be necessary. Refer to the installation guide for the phone system.

To enable alternate MWIs for extensions, do the following procedure for each subscriber who needs alternate MWIs.

Step 2 Confirm that the Use MWI for Message Notification check box is checked.

Step 3 Click the Add button located beneath the MWI Extensions table to add a row to the table. By default, the first row in the table contains an "X" to indicate the primary extension assigned to a subscriber. If you want one more extension and do not need to activate the MWI on the primary extension, you can also modify the first row.

Step 4 Enter the applicable extension in the Extension field of the table. MWIs are automatically enabled for all rows in the table. When entering characters in the MWI Extensions table, consider the following:

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If you do not have or use PGP, contact PSIRT at the aforementioned e-mail addresses or phone numbers before sending any sensitive material to find other means of encrypting the data.

Obtaining Technical Assistance

Cisco Technical Support provides 24-hour-a-day award-winning technical assistance. The Cisco Technical Support & Documentation website on Cisco.com features extensive online support resources. In addition, if you have a valid Cisco service contract, Cisco Technical Assistance Center (TAC) engineers provide telephone support. If you do not have a valid Cisco service contract, contact your reseller.

Cisco Technical Support & Documentation Website

The Cisco Technical Support & Documentation website provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The website is available 24 hours a day, at this URL:

Access to all tools on the Cisco Technical Support & Documentation website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a user ID or password, you can register at this URL:

Note Use the Cisco Product Identification (CPI) tool to locate your product serial number before submitting a web or phone request for service. You can access the CPI tool from the Cisco Technical Support & Documentation website by clicking the Tools & Resources link under Documentation & Tools. Choose Cisco Product Identification Tool from the Alphabetical Index drop-down list, or click the Cisco Product Identification Tool link under Alerts & RMAs. The CPI tool offers three search options: by product ID or model name; by tree view; or for certain products, by copying and pasting show command output. Search results show an illustration of your product with the serial number label location highlighted. Locate the serial number label on your product and record the information before placing a service call.

Submitting a Service Request

Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests. (S3 and S4 service requests are those in which your network is minimally impaired or for which you require product information.) After you describe your situation, the TAC Service Request Tool provides recommended solutions. If your issue is not resolved using the recommended resources, your service request is assigned to a Cisco engineer. The TAC Service Request Tool is located at this URL:

For S1 or S2 service requests, or if you do not have Internet access, contact the Cisco TAC by telephone. (S1 or S2 service requests are those in which your production network is down or severely degraded.) Cisco engineers are assigned immediately to S1 and S2 service requests to help keep your business operations running smoothly.

To open a service request by telephone, use one of the following numbers:

Definitions of Service Request Severity

To ensure that all service requests are reported in a standard format, Cisco has established severity definitions.

Severity 1 (S1)—An existing network is down, or there is a critical impact to your business operations. You and Cisco will commit all necessary resources around the clock to resolve the situation.

Severity 2 (S2)—Operation of an existing network is severely degraded, or significant aspects of your business operations are negatively affected by inadequate performance of Cisco products. You and Cisco will commit full-time resources during normal business hours to resolve the situation.

Severity 3 (S3)—Operational performance of the network is impaired, while most business operations remain functional. You and Cisco will commit resources during normal business hours to restore service to satisfactory levels.

Severity 4 (S4)—You require information or assistance with Cisco product capabilities, installation, or configuration. There is little or no effect on your business operations.

Obtaining Additional Publications and Information

Information about Cisco products, technologies, and network solutions is available from various online and printed sources.

•The Cisco Product Quick Reference Guide is a handy, compact reference tool that includes brief product overviews, key features, sample part numbers, and abbreviated technical specifications for many Cisco products that are sold through channel partners. It is updated twice a year and includes the latest Cisco offerings. To order and find out more about the Cisco Product Quick Reference Guide, go to this URL:

•Cisco Press publishes a wide range of general networking, training and certification titles. Both new and experienced users will benefit from these publications. For current Cisco Press titles and other information, go to Cisco Press at this URL:

•Packet magazine is the Cisco Systems technical user magazine for maximizing Internet and networking investments. Each quarter, Packet delivers coverage of the latest industry trends, technology breakthroughs, and Cisco products and solutions, as well as network deployment and troubleshooting tips, configuration examples, customer case studies, certification and training information, and links to scores of in-depth online resources. You can access Packet magazine at this URL:

•iQ Magazine is the quarterly publication from Cisco Systems designed to help growing companies learn how they can use technology to increase revenue, streamline their business, and expand services. The publication identifies the challenges facing these companies and the technologies to help solve them, using real-world case studies and business strategies to help readers make sound technology investment decisions. You can access iQ Magazine at this URL:

•Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineering professionals involved in designing, developing, and operating public and private internets and intranets. You can access the Internet Protocol Journal at this URL:

•Networking Professionals Connection is an interactive website for networking professionals to share questions, suggestions, and information about networking products and technologies with Cisco experts and other networking professionals. Join a discussion at this URL:

Any Internet Protocol (IP) addresses used in this document are not intended to be actual addresses. Any examples, command display output, and figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses in illustrative content is unintentional and coincidental.